Senior Manager Professional Services

Title: Senior Manager – Professional Services Location: Pune / Hybrid / Fulltime Position Summary Seeking a Senior Manager – Professional Services to lead strategic initiatives and delivery for our key enterprise customers. This role will own the execution of high-impact customer projects, drive alignment across Customer Success, Sales, Product, and Engineering teams, and ensure enterprise customer needs are effectively prioritized and delivered. The role also includes team leadership, customer relationship management, and operational excellence.

Key Responsibilities Enterprise Delivery & Customer Success * Own successful delivery of strategic projects and initiatives for enterprise customers. * Manage project prioritization, scope, timelines, resources, stakeholder communication, risk mitigation, and implementation. * Act as the escalation point for critical customer issues requiring cross-functional coordination. Cross-Functional Leadership * Collaborate with Customer Success, Account Management, Product, and Engineering teams to identify, prioritize, and execute high-impact customer initiatives. * Align enterprise customer roadmaps with Helpshift’s product and engineering strategy. * Drive resolution of key customer pain points while balancing business and technical priorities. Prioritization & Operational Excellence * Define, align, and enforce the business data and governance framework used to prioritize the Enterprise team's backlog. * Establish prioritization criteria including customer impact, revenue, retention risk, strategic importance, effort, and alignment with company objectives. * Define and achieve team OKRs in partnership with leadership.

Team Leadership * Hire, mentor, and develop a high-performing Enterprise Professional Services team. * Foster a culture of ownership, collaboration, accountability, and customer focus. * Drive continuous improvement in delivery processes and operational effectiveness. Qualifications * 15+ years of experience in Professional Services in customer-facing roles. * 5+ years of people management experience. * Proven track record of managing complex enterprise customer engagements and cross- functional programs. * Strong stakeholder management, communication, and project management skills. * Experience working closely with Product and Engineering teams in a SaaS environment. * Data-driven mindset with the ability to make prioritization and strategic decisions. Success Factors * Strong customer focus. * Excellent collaboration and influence across teams. * High sense of ownership and accountability. * Ability to balance strategic thinking with execution excellence. * Demonstrates strong work ethics and team-first leadership.